000			01750nam a22001577a 4500
999			_c524804 _d524804
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100			_aEshuis, J., Boer, N.D. and Klijn, E.H. _948206
245			_aStreet-level bureaucrats' emotional intelligence and its relation with their performance
260			_aPublic Administration: An International Quarterly
300			_a101(3), Sep, 2023: p.804-821
520			_aThis article analyses whether the emotional intelligence (EI) of street-level bureaucrats, in this case inspectors, predicts their individual performance. It explores whether EI predicts the aggression that inspectors face and whether this explains the relation between EI and performance. Our survey among 547 inspectors, measuring their (self) perceptions, shows that inspectors' ability to appraise others' emotions and use their emotions intelligently (i.e., motivating themselves and maintaining a positive attitude) is significantly associated with inspectors' performance. Ability to appraise others' emotions predicts increases encountered aggression (as perceived by inspectors), and capacity to regulate one's emotions correlates with decreased perceived encountered aggression. The paper contributes to street-level bureaucracy literature by identifying affective factors that help explain performance, and to EI literature by theorizing and testing succedents of various dimensions of EI rather than assuming that EI is unidimensional. – Reproduced https://onlinelibrary.wiley.com/doi/10.1111/padm.12841
650			_aBureaucracy, Street-level bureaucrats, Bureaucrats, Emotional intelligence (EI) _948207
773			_aPublic Administration: An International Quarterly
906			_aCIVIL SERVICE
942			_cAR